Jayan B Email & Phone Number

Chennai, India

• Symantec Corporation, Chennai, IndiaTech Support Engineer (Vendor Site Concentrix)
• Managed vendor site as a technical point of Contact and have a proven record that stands till date.
• Monitor performance and initialize development plans to improve their technical ability, address their concerns and facilitate them with the all the necessary support to assist customers in an effective manner.
• Train the engineers, QA and mentors on 3rd party products as well on Backup exec.
• Analyze data based on the trend.
• Part of internal beta tester this helps in understanding the product way before others and also builds bond with the QA and Developer team.

Chennai

• Design and Implement the Backup Strategy for the Client Disaster Recovery
• Providing Support on SAN, NAS and Tape backups
• Backup/Recover Application server (SQL/ Exchange / SharePoint/MSVS )
• ESX server Backup and Recovery
• GRT level Backup and Restore
• Data De-Duplication

Chennai Area, India

• Conduct training for the Consult and Research teams and was responsible for client services in the support group.
• Conducting weekly session for the frontline teams to give them the necessary feedback and share the best practices.
• Deliver technical triages to address the top call drivers.
• Was well known for dealing for MS hot cases.
• Audit calls and assessing Escalation engineers to find Technical gap based on the monitoring parameters.
• Conduct Case wellness meeting to make sure the documentation has the same standard as defined.

Chennai Area, India

• Provide highly proficient and expert level troubleshooting in Windows XP, IE7
• and Vista related Operating System issues which comes to the Research Team(Escalation Team)
• Need to conduct training and feedback sessions to the Frontline agents and Consult Engineers.
• Participate in the weekly Collaborative Technical Meeting with the Client – Microsoft.
• Need to maintain Confidentiality and Integrity on Customer, Client and Company information.
• Was well known for dealing for MS hot cases.

Mumbai Area, India

• During this tenure in Mumbai, held responsibility in carrying out training for product and process and transition for Windows Vista support which was a new site.
• Was responsible in training Frontline, Research and technical lead teams in these Projects assigned.
• Conduct training for these teams and was responsible for client services in the support group.
• Responsible for maintaining the technical competency of a team which is currently under production
• Audit calls and assessing the Frontline and Escalation engineers to find Technical gap based on the monitoring parameters.
• Mentoring the Tech leads and assessing them to keep them to the level.